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WebstaurantStore Reviews Summary
WebstaurantStore has a rating of 1.9 stars from 852 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with WebstaurantStore most frequently mention customer service, credit card and return shipping. WebstaurantStore ranks 27th among Restaurant Supply sites.
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Please beware before ordering through webstaurant! They put false information behind a product that even the manufacturer said wasn't on their spec sheet. After we brought it to their attention they told us they would not return the unused product. Basically they said "Try and resale your $2,400 piece of equipment. It's now yours." It's the worst customer service I've ever experienced. We will be taking them to small claims court. DON'T ORDER FROM THIS COMPANY. THEY DO BAD BUSINESS!
I have ordered from Webstaurant before with great results. So when I saw some lab coats that I was searching for on their site, I didn't hesitate to place my order. My staff usually takes a medium size, but because we are aware of size fluctuations, I ordered Large. When we received them, I had someone try them on. They were marked "Large", and which would have been accurate if the person was a child. None of us could get the coats on. So I went back online and initiated a return. The system rejected my return and indicated that I would need to speak with customer service. I entered into a live online chat. After explaining my problem, I was told that I could return the coats with a 30% restocking fee plus shipping. In other words, it would cost me more to ship them back than what I paid for them. When I objected to this, because their defective sizing was not my fault, she then offered to "split the restocking charge". See pic. I ended the chat. Soon afterwards I received a marketing email from Webstaurant. I went back into the chat and asked to be removed from any future contacts. The same rep then said she "would waive the restocking fee this one time" but I would still have to pay shipping. I basically told her to pound salt, and we would eat the loss and not do business with them again. I am posting this review everywhere possible.
Thank you for your review, Stanley. I’m very sorry that these coats did not fit. The reason that we charge a restocking fee is to keep costs, and ultimately our prices, down for our customers. When you buy from a company that has no restocking fees, you pay for returns that the company handles, indirectly, through higher prices. There are a lot of costs associated with processing an order, as well as returning an order. Most companies do build it into their initial pricing, but we try to charge it only when it is needed. I looked into your order for you and do not see in the initial communication that we were made aware of the fact that the coats were so small that they would not reasonably fit an adult. In an instance like this, we request photos of the item so we can see the size discrepancy and provide a resolution when we can determine that the item is indeed defective. A representative from our Customer Solutions Team will be reaching out to you soon via email to look into this further for you.
Thank you for your review, Jay. While we do not ship via USPS, we do ship our Ground orders primarily through FedEx and also use regional carriers as well for our Ground shipments. Since we do not absorb shipping costs into our wholesale prices, we do charge the full shipping charge for each order. These charges are calculated based on the weight, dimensions, and distance the order is traveling. Usually, the more you purchase at one time, the better your shipping cost will be per item. It is also more cost-effective to ship to a business as shipping rates are lower to commercial addresses. If you have further questions or concerns that you need to have addressed, please feel free to reach out to us at [email protected].
Shipping seems a little high, and I could not find where to enter a coupon code, but they had what I wanted so I placed the order. I have purchased for my workplace, and for myself, from WebstaurantStore and really like the variety of products, but sometimes get a little "sticker shock" when the shipping is added.
Thank you for your review, Daniel! In regards to shipping, we are a wholesale website and do not include any of the shipping charges in the cost of the items. Therefore, we do have to charge shipping for each of our orders and we do not have any general shipping discounts.
Most of the items we sell on our site are eligible for Free or Discounted Shipping with an active Plus subscription which is $99/month and can be canceled at any time. You can subscribe here: https://www.webstaurantstore.com/plus/.
In order to enter a coupon code, click the green cart button in the upper right-hand corner. On the “Cart” page, look to the lower right-hand side directly below your Cart ID. Here, you will see the coupon box. Enter your code and select “add.” At this time, all valid coupon codes will be applied immediately.
For our current coupon codes please visit our blog by using this link: http://www.webstaurantstore.com/blog/. Here you will find all of our monthly deals. It will also give you the option to enter your email address so you can automatically receive coupons every week. If you ever have any questions, don't hesitate to email us at [email protected].
Stellar customer service, responsive, proactive, and following up. I like to have a one stop shop for everything, and these guys have *almost* everything I need at competitive prices.
Thank you for your review, Wild! I am so happy to hear that we are able to offer you great customer service for your small business! We add new products to our site every week, so hopefully, we will have anything and everything that your business needs soon. We truly appreciate your business and positive feedback! If you ever have any questions or concerns, please do not hesitate to contact us at [email protected].
I always check here first for professional kitchen goods. Whether for my own use at our house, or the community kitchen I volunteer at, I find the price to be competitive and the service and support outstanding. My experience with their service department comes from the first order placed with them in 2012. One of the items was damaged in transit. They got a replacement out right away. I have been a loyal customer ever since then.
Thank you for your review, Timothy! I am happy to hear that our pricing, products, and customer service have had you coming back time and time again since 2012! We truly appreciate your business and positive feedback! If you ever have any questions or concerns, please do not hesitate to contact us at [email protected].
This product should save us 10 cents per meal. We serve thousands of meals so this is great potential savings
Thank you for your review, Bill! I am so happy to hear that the trays that you purchased will help you save money on each meal for the homeless! We truly appreciate your business and positive feedback! If you ever have any questions or concerns, please do not hesitate to contact us at [email protected].
Website allowed option to choose and pay for next day shipping, however next day shipping was not available. There was no fail safe to remove it as an option when not available and no warning when I chose this option. Customer service refused to refund the next day delivery fee.
Thank you for your review, Jennifer. I am sorry to hear that you had ordered with next day shipping and it did not arrive in that time! For next day shipments, if we have the items in our stock and the order is placed before 2pm EST we guarantee that the order will arrive the next business day. I am unable to locate your order without more information to be able to see what item was purchased and when.
I am not sure what you mean that our site gave this option, but it was not available. We allow you to select the shipping option within the cart page as well as on the "Review and Payment" page once into the check out process. I would like to be able to look into this further with you. Could you please email us at [email protected] with your order number and put it to the attention of Emily A? I look forward to hearing from you soon.
Do yourself a favor and don't even consider buying from them, no matter how cheap their price is compared to everyone else. It is not worth it. I bought a hot water dispensing machine. It didn't work since day 1 and they didn't let me return it, claiming it was opened and used. First, I had to open it to know if it is working or not. Second, I have never used it because the product is defective. The customer service was horrible and just tried to take your money. The company didn't stand behind their products and told me it was not their issue, it's the manufacturer's issue, so file warranty claim with them.
Thank you for your review, Khanh. I am sorry to hear that your hot water machine was not working since it has arrived to you! We are unable to return items as a standard return if they have been used and no longer have the original packaging. It sounds as though you had installed the unit at your location and it was not working. That is considered to be used so we recommend reaching out to the manufacturer to have this issue resolved since they actually hold the warranty. They would be able to offer service, refunds, and returns.
If you still have not received a resolution from the manufacturer after reaching out to them, please let us know at [email protected] so that we work with you and the manufacturer to have this issue resolved.
Best restaurant products. Excellent communication. Fast shipping. Buy here with confidence. Signed: A happy return customer.
Thank you for your review, Jim. I am happy to hear that because of our products, communication, and fast shipping, you keep purchasing with us! We truly appreciate your business and positive feedback! If you ever have any questions or concerns, please do not hesitate to contact us at [email protected].
Charge me a lift gate fee of $60 a week after it was delivered. No lift gate was requested or used. After many phone calls and emails the charge remains. It was a good product at a fair price however you cannot charge for something that was not used or never requested. Buyer beware of your cc number with this company. They cannot be trusted.
Thank you for your review, Randy. I am so sorry to hear that you were charged for a service that was not used! When a liftgate fee is charged after the order is placed but before or after delivery, it is because an additional service was requested or needed and was not paid when the order was placed, or the service was used and it was not paid for initially and payment is needed for the service. I am unable to look into this situation further without additional information from you, but I am happy to look into this for you to see what can be done. Please email us at [email protected] with the order number and put it to the attention of "Emily A." so that I may review this with you.
I looked from website to website and store to store looking for a complete set of scoop like measuring cups to no avail. Until we found Webstaurantstore.com. This site offered exactly what I was looking for. A complete set of measuring cup scoops.
It will be for a Christmas present for my daughter who makes Specialty Birthday cakes and is a wonderful "from scratch" cook. I know she will be as excited as I was to get this set of measuring scoops.
Thank you for your review, Deborah! I am so happy to hear that we have the measuring scoops that you were unable to find elsewhere and now you have the perfect gift for your daughter. We truly appreciate your business and positive feedback! If you ever have any questions or concerns, please do not hesitate to contact us at [email protected].
I am very disappointed from webstaurant after being their customers for a long time. Whenever I buy electronic items and came with broken, they refuse to exchange, return, or refund. They make you to call manufacture or warranty tech to deal with them instead. I write this matter for all of you be careful with this company. They don't use USA buyer and seller policies. Please be aware of it!
Thank you for your review, Chung. I am sorry to hear that you are unhappy with the service that was provided when an item is broken. If an item arrives to you with damage that is most likely from transit, we are happy to have this corrected with partial credit, refund or reshipment. If the item arrives to you, but is defective, that is a warranty issue. Since WebstaurantStore does not hold the warranty on all products that we sell on our site, we advise you to reach out directly to the manufacturer that made the product and holds the warranty, in order to have that issue resolved under warranty.
If you have further questions about a warranty, or you have an issue that is still not resolved, please feel free to reach out to us at [email protected] with your order number and let us know which item is having the issue.
I ordered the Pro Turkey Fryer/Steamer kit through DealsDot. And received just the Turkey Fryer Kit. Contacted DealsDot. About the problem and no response yet. Not sure who made the mistake but would like it resolved please!
Thank you for your review, Joey. I am sorry to hear that you did not receive the item that you ordered! Since you did not order directly through us at the WebstaurantStore, I would recommend going back to the dealer that sold to you so that they can reach out to us if needed to have this issue corrected. You can let them know that we can be contacted at [email protected] with the order number for further assistance.
Taste is fine, my sons love it when we have it. Unbeatable price, organic, and low arsenic (basmati is lowest of all types). What's not to love?
Thank you for review, Jesse. I am happy to hear that you are able to purchase bulk items for your family that they love to eat at a great price! We truly appreciate your business and positive feedback! If you ever have any questions or concerns, please do not hesitate to contact us at [email protected].
I love to order from websteraunt for baking needs. The products are always as described and sturdy.
The only thing i wish is that they had reduced shipping for orders over 25 dollars.
I would order here a lot more if that was the case
Thank you for your review, Christien! I am happy to hear that overall, you are happy with the service and the products that we offer on our site. As a wholesale website, we do not include any of the shipping charges in the cost of the items. Therefore, we do have to charge shipping for each of our orders and we do not have any general shipping discounts.
Most of the items we sell on our site are eligible for Free or Discounted Shipping with an active Plus subscription which is $99/month and can be canceled at any time. Customers that are ordering multiple times per month find this service beneficial and money-saving. If you are interested in learning more about this service, please visit: https://www.webstaurantstore.com/plus/ or feel free to chat with us live through the site or email us at [email protected] with any questions that you may have!
I found the part I need online and ordered it. Several days later when it didn't arrive I tried to track it but wasn't able. I went on Chat and after giving my order number I was told that they had canceled my order! No reason, just that they didn't feel good about it! So I then reordered the part with a different credit card and address after verifying with person on Chat and got a confirmation. Again, part was supposed to have arrived by today and didn't and when I checked emails the order had been cancelled again! What's their problem?
Thank you for your review, Dan. I am sorry that you have run into this issue twice when you have attempted to order the part that you needed. Without additional information from you like an order number or email address, I am unable to see what transpired and why your orders were canceled. We do not cancel orders just because we do not feel good about them and I would like to look into this further to confirm the reason for cancelation so that we can ship out an order in the future. Please email us at [email protected] with your order number and put it to the attention Emily A so that I may look into this issue for you.
So easy to get pictures and prices. Enjoyed every page with so many items to choose from. Will recommend to many of my friends.
Thank you for your review, Melissa! I appreciate you find our site easy to use, lots of items to choose from, and that our pictures help with your purchase. We truly appreciate your business and positive feedback! If you ever have any questions or concerns, please do not hesitate to contact us at [email protected].
Ordered a stainless sink and faucet combo. Initially the sink arrived accompanied by two boxes of cake boxes, but no faucet. The first few emails to customer service resulted in them being incredulous that I actually did not order cake boxes. I even had to send photos of the boxes and shipping labels to get them to agree to take them back. Sink arrived in a mess of cardboard pieces taped together- no real shipping box. Upon opening, it was corroded. Real stainless steel corroded? I had to have multiple emails to different customer service persons each time, explaining the problem and ultimately had to send photos of the damage. They finally agreed to take back the sink but refuse to take back the faucet without a re-stocking charge. I don't need a faucet for a sink that I am sending back! I asked why they will not provide a phone number to call instead of doing emails to multiple persons. The answer was; "We are a web-based company." That means what? That you have a website? Big F' ing deal. Everyone has a website, and a phone too. They just don't want to make it too easy for you to reach them.
Thank you for your review, Edward. I am sorry to hear that you are unhappy with the experience of purchasing a sink and a faucet from us. When an incorrect item is received, we ask that a picture be sent so that we can confirm the item that was sent incorrectly and be able to relay this information accurately to the warehouse so that this does not continue to happen. Since we are unable to see that item in person, we request a photo to have the issue taken care of right away and correctly resolved. When items arrive in a defective or damaged condition, we do like to receive photos of this as well so that we can improve how items are packaged so that damage does not occur in the future, to be able to provide manufacturers proof of a defect, and so that we know how best to resolve the situation with you.
Since we do work as a team in our customer service, you can sometimes talk with multiple people, but all interactions and emails with you are noted on the order in question so that we are able to read through it completely and know what the next step to assist should be. We are a completely e-commerce business, so our main source of communication with customers is via chat or email, but we do also have customer service phone as well. If you would rather talk through a concern instead of emailing or chatting with us through the site, our number can be found when going through the checkout process, or by typing "Phone Number" into our search bar.
As for the faucet, since there was not a defect like the sink, it would be considered a standard return with a restocking fee and return shipping cost associated with it since we do treat each item individually. I do understand your frustration and I would be happy to see if we have other resolutions available for you if you reach out to us at [email protected] with your order number and put it to the attention of Emily A.
I've been ordering supplies and equipment from them for at least 8 years now. This year I signed up for their "Plus" service, which is a monthly $99 subscription that waives any shipping charges. It works out great if I order weekly - I'm saving a lot. However. On my first order after signing up, I found a shipping charge. Turns out since I used my Paypal account to pay, they picked up my shipping address from my paypal acct, which is nearly identical to the address I have on file with webstaurantstore, but the 4 digit zip+4 is tagged on to one of the addresses but not the other. Since one of the requirements to get free shipping is that the address that you're shipping to must match the address on file with your "Plus" account, they dinged me for shipping, even though it was the same address. Their initial response was that they couldn't refund me, but after I complained to the BBB, they refunded the shipping. Now I'm finding very shoddy packaging to the point where items are arriving damaged. They do refund when I submit a complaint, but why don't they simply package things correctly to begin with? Also, this week, I received a message that there is something wrong with my credit card info and they couldn't charge the monthly fee and that if I don't resolve it within 14 days, they're going to cancel my subscription. I went to my account. There's nothing wrong with the card info and there's plenty of credit. But there is no place on the web site for me to try to charge the fee to my card again. I figure this might be a sneaky way for them to try to get rid of customers who use the Plus service too often. Before Plus, I ordered from them maybe monthly in order to maximize shipping savings. Now I order weekly since I don't have a lot of storage - it makes it easier for me. Anyway, I still use them, but you really have to stay on top of them!
Thank you for your review, S. C. I am sorry to hear that you have had issues with your Plus subscription recently. You are correct that one of the requirements in order to get free shipping on an order is that the address that is designated for Plus is selected to ship to during checkout. If the address is the same, but not the "Plus" identified address, our system is unable to see that it is the same address and will charge for shipping on the Plus items even when you are subscribed. We would recommend checking your account under the "Shipping" section and making sure to delete duplicate addresses so that the "Plus" identified address is selected with the green checkmark so it is your primary address. I am sorry for any inconvenience that this may have caused you.
As for the email that you received about there being an issue with the credit card associated with your Plus subscription, this was actually a known bug that we had encountered at the beginning of November. Our system would automatically send out this email while it was able to renew and had no issue completing the transaction. Our programing team was notified and this is working to resolve as soon as possible. If you ever are concerned about payment or have questions about your Plus subscription, please feel free to reach out to us directly by email, chat, or phone so we can look into it with you.
I am also sorry to hear that you have been receiving items damaged! We do our best to package the items as best as possible. When there is a complaint on the packaging and continual damage, this is logged with the warehouse that shipped the item and will be able to be reviewed so that we can improve our packaging process.
If you have further questions or concerns, please feel free to reach out to us at [email protected].
From the business
Conveniently shop over 345,000 restaurant supplies & equipment products in our online restaurant supply store. Extremely fast shipping & wholesale pricing on ALL restaurant supplies from the #1 restaurant supply company. Over the years we have expanded our selection of commercial equipment and wholesale supplies to include healthcare, educational, food, beverage, office, parts and hotel supplies.
Our focus is your convenience – order online from your laptop, desktop, or smartphone 24 hours a day, 7 days a week. Our fast shipping, low prices, and outstanding customer service make WebstaurantStore the best choice to meet all of your professional and food service supply needs.
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- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Thank you for your review, Veena. I was able to locate your order and looked into this for you. I see that we worked on this with the manufacturer and they confirmed that this unit can hold approximately 144 plates, but this figure will greatly depend on the dish profile and height. We do list this approximate figure on the item’s page. They also confirmed that the unit takes 2-3 hours to warm the plates. I am very sorry that this unit did not hold the quantity of plates that you needed it to. We do ask that our returns be unused, still in the original packaging and free of damage. Because plates have been put into the unit, we were not able to set up a standard return of it. If you have further questions or concerns that you need to have addressed, please feel free to reach out to us at [email protected].